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I would call but at this point I'm so infuriated by this whole process that I strongly doubt I could stay civil if the CSR showed any hint that they didn't know what they heck they were doing. I know this will not help anyone so it seems that repeated email attempts are my best bet for now.

I understand the frustration, I really do .. This 'unsupported' process is just that. DIRECTV wants folks to be on DECA, plain and simple. This process that we are using was shoehorned in @ the 10th hour and was not part of the original plan.

Making this process a bit difficult will keep the mom & pops of the world from utilizing it and going with a solution that has longer term reliability in households that are less technical.

Persistence, patience and politeness is the best way to get this to completion.

Also, we've already found some very odd situations where folks with certain packages cannot add the service no matter what. This has led to frustration on the part of posters here and CSRs alike.

Things are improving, but we're definitely not "there" yet.

Thanks. It makes me feel a lot better to know that it can be done. It's easy for me to stay nice on the phone. I guess I will keep trying!

Since E-mail seems to be faltering for some folks, I've added back the instructions with slight modification from the the original thread.

Doug, I really do appreciate everything you are doing to make it possible for us customers to enjoy MRV with an unsupported home network. Obviously, it is frustrating is to be told by CSRs that a method of using MRV that worked during the beta won't work. The other point of frustration is that the method for enabling unsupported MRV seems to be a moving target. But, I'm preaching to the choir.

I received both my new H23 receiver from DirecTV and my new splitter from Solid Signal in yesterday's FedEx delivery. I now have an HR21, an R22 (HD-enabled), and an H23 activated and working all fed from a SWM-8. My account shows all three receivers, Choice Xtra package with HD Access and DVR service. I tried the email approach last night about 10:30 EDT. So far, no response and my account still shows that I'm not eligible for Whole-Home DVR service.

Do you know if they are backed up processing these emails? How long should I wait before emailing again or calling?

Thank you.

Air, water, food, and shelter are needs.
Television and your favorite channels are wants.
Don't confuse the two.

Do you know if they are backed up processing these emails? How long should I wait before emailing again or calling?

Between an MRV roll out, the Hx24 roll out and a new national release .. yeah, I'm thinking the CSRs are working long hours right now. Activity in all call centers and support facilities are probably as high now as they've been in a long time.

I just called - spoke to a rep and asked for the network support group as I wanted to add whole house DVR with an unsupported network. She transferred me and I explained that I wanted to use an unsupported network and was part of the national pre-release program. He said that he has been helping many beta customers (his words, not mine), explained the $3 charge and lack of support, and then added the service. Was done in a little over 8 minutes. Receivers don't show it active yet, but website shows it on my account. He said may take a little bit for receivers to show it as active (I will be restarting them shortly). FWIW, I have Premier, HD, and am grandfathered into free lifetime DVR.

UPDATE: They all work now. :-)

I tried the first regular CSR that answered & I got the run around about upgrading my dish to SWM etc. I kept telling her about the unsupported mode and she put me on hold to check it out and I got disconnected, so I called back & tried the "I need to speak to the network support group" route and Sandra got me up and running in under 13 minutes including wait time with first CSR. (BTW:I thought ethernet/twisted pair wiring is more reliable than coax? Why the push for their networking being better on drops and frame freeze?) Thanks HofstraJet! Pretty sweet how far the DirecTV DVRs have come since they first came out.

after many calls to the Directv CSR's I nearly gave up. I then listened to the advice on here and decided to email directv. Through email they gave me no trouble and emailed me back this morning to say that my MRV is active.

I was on Xtra +HDDVR legacy package and attempted to reactivate the Home DVR service last night via phone. After 4 calls to different reps (via retention/cancel service option) and over and hour of wasted time, I gave up and tried the email route.

This morning I didn't see any reply to the email so I changed my package online to a current package (net cost $1 more) and I tried calling again.

This CSR immediately asked if I was part of the beta to which I replied yes and that I wanted to go the unsupported option.
After a 5 minute sales pitch for the DECA upgrade he agreed to turn it on in unsupported mode. It took less than 10 minutes and didn't require a reboot on my DVR's.

All turned out well in the end but it sure felt like each rep was trying a very hard sell for the DECA and new receivers.

Took me 3 calls but I did finally get it enabled last night. When I got a CSR that knew what she was doing it took a 5 minute call and 5 minutes later it worked. two days ago I had called to order DECA (I have been using my home network, but I wanted to get another HD receiver in a place where my network isn't as good). I foolishly assumed that since I had ordered DECA they wouldn't turn off my MRV (my install isn't until next Friday). I thought about this yesterday, and sent emails and called and finally got a CSR with a clue (lots of arguing before then). While the other kept telling me I had to wait for DECA to be installed (one told me it will work with my home network, but only if I have SWim??? I know that's not true). I told her I just wanted to keep MRV on my home network working (unsopported mode) until the DECA installation happens. She said, she completely understood, put me on hold for a minute, got it working (said she had gotten lots of similar calls) and 5 minutes later MRV was back.

Now I'll get to compare MRV with DECA to my home network (GigE switches cat 5e/6 where my two current receivers are which with these machines having Fast ethernet connections should be plenty). Just curious if they done something special with the DECA network to enhance trick play features for streaming media.

Here is a question: If I activate the unsupported mode can I later get the $99 upgrade (+$49?).

Good question. Ask 3 different CSR's and you will likely get at least 2 different answers.

I do, I offer a complete and utter retraction. The imputation was totally without basis in fact, and was in no way fair comment, and was motivated purely by malice, and I deeply regret any distress that my comments may have caused you, or your family, and I hereby undertake not to repeat any such slander at any time in the future.

Good question. Ask 3 different CSR's and you will likely get at least 2 different answers.

I was JUST told it would never be cheaper than doing it right now. So there is one answer.

Anyway, just called. Rep 1 said it was IMPOSSIBLE to do w/o DECA. Hung up and called back. Got Brian who said he knew exactly how to do it. He said he was a beta tester too. (He even read me the note CSR1 left on my account about how it was not possible w/o upgrade.)

He set the flag and then got stuck. He said they were having problems and it would take a day or two for the receivers to authorize. It still shows not available in my account (at direct.com). He would not budge on the SWM/DECA upgrade price and actually told me it was $150.

You can say you were part of the MRV Beta program and everything worked great. All this means is that you setup MRV on 2 or more of your networked DVR's during the BETA period.DirecTV does not track who enabled the MRV Beta on their DVR's. Call D and ask the CSR to TRANSFER you to the Network Group because you were part of the MRV Beta Program and you want to use MRV in the unsupported mode. The CSR will transfer you and then tell the Network Group the same thing. This worked for me just a few minutes ago (Less than 3 minutes on the phone!!). GOOD LUCK

Doug, I really do appreciate everything you are doing to make it possible for us customers to enjoy MRV with an unsupported home network. Obviously, it is frustrating is to be told by CSRs that a method of using MRV that worked during the beta won't work. The other point of frustration is that the method for enabling unsupported MRV seems to be a moving target. But, I'm preaching to the choir.

I received both my new H23 receiver from DirecTV and my new splitter from Solid Signal in yesterday's FedEx delivery. I now have an HR21, an R22 (HD-enabled), and an H23 activated and working all fed from a SWM-8. My account shows all three receivers, Choice Xtra package with HD Access and DVR service. I tried the email approach last night about 10:30 EDT. So far, no response and my account still shows that I'm not eligible for Whole-Home DVR service.

Do you know if they are backed up processing these emails? How long should I wait before emailing again or calling?

Thank you.

I sent 2 e-mails yesterday without any response. So today I called D and asked the CSR to TRANSFER me to the Network Group because I was part of the MRV Beta Program and I wanted to re-activate MRV in the unsupported mode. The CSR gladly transferred me and then I told the Network Group the same thing. This worked for me just a few minutes ago (Less than 3 minutes on the phone with no questions about switches, packages, etc., only praise for being a loyal D customer and thanks for being part of the MRV BETA Program!!). GOOD LUCK

Had a good experience last night - but had to do some "coaching" of the CSR through the process.

To make it easier I had her upgrade me to Choice Extra plus HD plus DVR (to a current package) and told her I wanted the unsupported option. It took a little while for it to kick in on my boxes but it worked and I'm activated.

Okay, so called DTV CSR last night before I saw the new email guidelines from Doug. The CSR I got insisted it was impossible to add MRV without the DECA install, so I just hung up and then read about the email route. So, I sent the email as suggested by Doug yesterday around 7:00pm or so. Came to work this morning and no response. About 10:00am today, I tweeted to @DirecTV asking how long should I expect to wait for a response, received a tweet back about an hour later stating "@Circle909 Our team is working through emails now, as soon as we are able to process your request we will notify you by email."

Thanks for writing. I see that you're one of our loyal customers. I just want to let you know that we appreciate your business.

I understand your interest in taking advantage of the Whole-Home DVR Service. I notice that you have been a customer for many years. I'd like to thank you for being a loyal DIRECTV customer.

Per your request, I've already set the account attribute to "U" (unsupported) and added Whole-Home DVR Service to your account for $3 monthly. Because DIRECTV bills you for service at the start of your billing period, any changes you make mid month, such as adding a service, will show as partial month charges from the day you made the change to the end of the 30 day billing day period.

The changes to your account will be reflected on your next DIRECTV bill, or you can see them immediately by signing into your DIRECTV account online at directv.com/mydirectv and clicking on the "Activity Since Last Bill" section in the "Account Details" page.

However, please note that to enjoy the very best Whole-Home DVR Service experience, you must make use of our SWiM network. Without the upgrade, we will indeed be unable to provide additional support (troubleshooting) specific to the Whole-Home DVR Service.

We strongly encourage you to take this upgrade offer. The upgrade is a substantial value and provides the very best, fully supported, Whole-Home DVR Service experience.

Lastly, I see that you may be eligible for a special programming or equipment offer. This offer is available for a limited time and only by calling us at 1-800-531-5000. Please call us at your convenience between 8:00 AM and 10:00 PM to see what special offer is best for you.

Sincerely,

Marian C.
Employee ID 100203398
DIRECTV Customer Service

P.S. Have a question? Anytime, any topic, instant answers - support.directv.com The Answer Center provides you helpful information, 24/7, all at your fingertips.

Customer (Raymond Malseed) - 05/20/2010 03:47 PM
I would like to add whole home DVR Service to my account using my existing equipment. I am already networked and was part of the Multiroom Viewing Public Beta that has been going on the past few months. I realize this will add $3/month to my bill.

So, I think all is good, but need to verify when I get home tonight.

I want to give a HUGE thanks to Doug and all his hard work in helping us out.

I sent the email off earlier this morning and noticed I had a message from dTV in my mailbox a few minutes ago. I logged in to my slingbox and as soon as I entered the DVR list it popped up and told me that it had been activated.

As of right now I have not received anything from a CSR

Also, my bill auto-paid yesterday but my date is on the 25th. Adding the service today charged me an extra 1.68 that was not paid. Luckily I saw this but I'd hate to get a late charge over this!

I received the email from DirecTV telling me that they have enabled MRV in unsupported mode. I checked my account and it still states that I'm "Not Eligible" and the DVR says "not Authorized" under the Multi-Room tab in System Setup.

Another email just came in and said that I need to upgrade to a current package to Choice or above. The problem is that my current package is CHOICE XTRA + HDDVR.

Please disregard my previous response. Upon further review, you have an expired package. In order to activate services for Whole-Home DVR, you will need to upgrade your package to a current package of CHOICE or above as your current package is no longer available. Package availability can be viewed at directv.com/packages or you may call us at 1-800-531-5000 to upgrade your packaging at any time.

Am I getting hung up because the HD DVR is grandfathered into the package?We'll see how they respond to my asking what that problem is.

I received the email from DirecTV telling me that they have enabled MRV in unsupported mode. I checked my account and it still states that I'm "Not Eligible" and the DVR says "not Authorized" under the Multi-Room tab in System Setup.

Another email just came in and said that I need to upgrade to a current package to Choice or above. The problem is that my current package is CHOICE XTRA + HDDVR.

We'll see how they responde to my asking what that problem is.

Did you try a "refresh services"? It's on DirecTV.com, under "help", "tools". Can't hurt.

This procedure is for those folks who want to use their own home networking and continue to enjoy Multiroom viewing.

Call 1-800-531-5000

Give Your Phone # when prompted

At the main menu voice prompt say "Whole Home DVR Service"At this point you should be connected to an agent

Tell the agent that you have been participating in the 'Whole Home DVR Service beta' and you want to enable 'MRV-Capability' so that you can activate 'Whole Home DVR Service' on your account

Ask the CSR to cancel (or do not enter) the Connected Home upgrade screen

Ask the CSR to enter 'Account Attributes' and choose 'Create New'. 'Account Attibutes' is on the far right hand side of the screen that the CSR is looking at under the same drop down menu as 'Adding Services'. The only option here is 'MRV-Capability' and it should be set to 'u' (for unsupported) with mostly defaults. At this point, you have enabled the 'MRV' flag and you could (in theory) order from the web page. I saw it when viewing my account via the web.

Once this has been set, the CSR will have to exit your account information and then reenter your account information screen so that the information refreshes.

At this point, the CSR can now enable "Whole Home DVR Service"

Sometimes CSRs are having trouble finding 'Account Attributes' menu .. It's apparently on the far right hand side of the screen and hard to find. But once they get to this area, it usually goes smooth.

There have been a small number of CSRs that truly do not have access to this menu .. In this case the CSR may need to have authorization turned on first. This does not seem to be a rule, but more an exception.

The latter is $1/month more than the former, but the packages are otherwise the same thing.Ask the CSR to use the instructions in DORIS in this case

THANK YOU SO MUCH, DOUG! I had received an e-mail back stating that I need to upgrade my package in order to get MRV. After having read your post, I called CSR and was not hassled and now have MRV added back. Woo hoo!

I called and everything worked out in less than ten minutes. Five of which was a hard sell for DECA. He even offered several discounts and upgrades to try to get me to add DECA.

I called CS and after a couple of minutes of Sly and the Family Stone the rep picked up and I told him that I was a BETA MRV customer and wanted to speak with the Netwrok Group. He had never heard of MRV and was unfamiliar with Network Group. He looked up the extension and transferred me. The Network Group CS rep knew exactly what I wanted and after the five minute DECA sales pitch added unsupported MRV to my account. He said receivers should not take long to update.

I also asked about using a switch at a receiver DECA for other ethernet devices (tv, xbox, BD player, PS3). He said that the pass through ethernet port on the receiver could plug into a switch but did not know if there would be degradation or bandwidth issues.

THANK YOU SO MUCH, DOUG! I had received an e-mail back stating that I need to upgrade my package in order to get MRV. After having read your post, I called CSR and was not hassled and now have MRV added back. Woo hoo!